ITSM Managed Services Sales & Solution Specialist

PricewaterhouseCoopers

Line of Service

Internal Firm Services

Industry/Sector

Not Applicable

Specialism

IFS - Internal Firm Services - Other

Management Level

Senior Manager

Job Description & Summary

At PwC, our people in managed services focus on a variety of outsourced solutions and support clients across numerous functions. These individuals help organisations streamline their operations, reduce costs, and improve efficiency by managing key processes and functions on their behalf. They are skilled in project management, technology, and process optimization to deliver high-quality services to clients.

As a managed service delivery generalist at PwC, you will execute outsourced processes, such as client and customer interaction; data review, enrichment and processing; implementing and monitoring quality controls; and resolving escalations and queries.

Company Overview

PwC Overview:

At PwC, we measure success by our ability to create the value that our clients and our people are looking for. Our reputation lies in building lasting relationships with our clients and a focus on delivering value in all we do. We re a network of firms in 152 countries with more than 328,000 people who are committed to delivering world-class capabilities and quality in assurance, tax and advisory services

PwC Middle East Overview:

Established in the region for over 40 years, PwC Middle East employs over 10,000 people across 12 countries: Bahrain, Egypt, Iraq, Jordan, Kuwait, Lebanon, Libya, Oman, Qatar, Saudi Arabia, Palestine and the United Arab Emirates. Complementing our depth of industry expertise and breadth of skills is our sound knowledge of local business environments across the Middle East region. Our tailored solutions help our clients meet the challenges and opportunities of doing business in the Middle East market, and beyond

Job Summary:

What does this role aim to achieve in the firm/what impact does the role create

Leads the pre-sales and solution development for IT Service Management (ITSM) managed services. Responsible for crafting scalable, SLA-driven solutions leveraging industry-standard tools (e.g., ServiceNow, BMC, MicroFocus) and frameworks (ITIL, COBIT) to transform client IT operations.

Roles and Responsibilities:

Daily tasks and delivery expectation

• Lead client engagements focused on transforming and managing ITSM operations.

• Analyze client service delivery challenges and develop value-driven managed service proposals.

• Design ITSM operating models covering Incident, Problem, Change, CMDB, Request, Knowledge, and Service Catalog.

• Define service levels (SLAs, XLAs), governance models, KPIs, and reporting structures.

• Integrate ITSM with AIOps, automation, and observability platforms to reduce MTTR and improve service quality.

• Participate in pricing strategy and cost modeling, aligning effort with service scope and tooling.

• Collaborate with platform SMEs and operations teams to validate service delivery capabilities.

• Position ITSM as a key enabler for IT modernization, cloud, Application, security and digital workplace initiatives.

• Respond to RFPs/RFIs and prepare high-quality documentation, SOWs, and solution blueprints.

• Ensure compliance with regulatory, security, and audit requirements.

Expected Skills:

Specific learned abilities or technical skills

• Hands-on knowledge of leading ITSM platforms.

• Familiarity with SRE, XLAs, and automation in service operations.

• Experience engaging with enterprise clients across middle east.

• ITIL Expert or Managing Professional certification is required.

Expected Competencies:

Values, behaviors & attitude

• Strong communication skills and ability to build trusted relationships

• Strong technology services domain knowledge to lead conversations and create thought leaderships

• Executive level presence and influence

• Good negotiation skills

• Business and commercial acumen

• Able to demonstrate agility between complex deals and simplification of messages

Required Language Skills:

Proficient in written and spoken English. Arabic is a plus

Minimum Education and Specific Qualification:

Bachelor's in Information Technology, Computer Science, or related field.

Years of

Experience:

10 Years + of experience in ITSM pre-sales or solution design roles.

Education (if blank, degree and/or field of study not specified)

Degrees/Field of Study required:

Degrees/Field of Study preferred:

Certifications (if blank, certifications not specified)

Required Skills

Optional Skills

Accepting Feedback, Accepting Feedback, Active Listening, Analytical Thinking, Business Process Outsourcing, Claims Performance Management, Coaching and Feedback, Communication, Complaint Management, Compliance Auditing, Compliance Review, Contract Review, Corrective Actions, Creativity, Customer Data Management (CDM), Customer Due Diligence, Customer Handling, Data Entry, Data Quality, Data Quality Assessment, Delivery Excellence, Embracing Change, Emotional Regulation, Empathy, Inclusion {+ 28 more}

Desired Languages (If blank, desired languages not specified)

Travel Requirements

Available for Work Visa Sponsorship?

Government Clearance Required?

Job Posting End Date